Proposal Presentation.pptx

AN ANALYSIS OF ORAL COMMUNICATION STRATEGIES USED BY HOTEL RECEPTION OF HOLIDAY INN EXPRESS BALI KUTA SQUARE IN COMMUNICATING WITH ENGLISH SPEAKING GUEST

2016

Ni Luh Oktarini 1529081049

Content    

Introduction Literature Review Reserach Methodology Question and Answer session

INTRODUCTION   

Research Background Reserach Question Reserach Objectives

COMMUNICATION

Good communication is essential to build and maintain relationships among people. Thus, communication’s role is to connect ideas between people.

Prachanant

(2012) mentions that English has become an international language and is widely used as a medium for understanding and exchanging ideas among people all over the world.

But the question is ....

Receptionist Kusluvan (2013) stated that reception plays an important role in connecting with and providing service to customers, and forming long-term relationships with them.

Reserach Question 

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What are oral communication strategies used by the reception to communicate with English speaking guest at Holiday Inn Express Bali Kuta Square ? How does the reception use those oral communication strategies to communicate with English speaking guest at Holiday Inn Express Bali Kuta Square?

Reserach Objectives The main aim of this study is to analyze the communication process between reception and the guest in Holiday Inn Express Bali Kuta Square. And moreover this study will give contribution to tourism literature.

Literature Review  

Theoritical Review Empirical Review

Theoretical Review Shekhtman (2005) Oral Communication

Functional Transaction  Preparation Repeat Question

Types of communications

Informal Conversation Verbose Answer Change the topic Simplify Ask question Use what you know Embellish your speech Ignore mistakes

• Functional Transaction •Informal Conversation

Theoretical Review 

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Communication in hotel industry covers mainly two areas: customer service and the interactions between the staff and management (Barrows & Powers, 2008). Good communication between staff and management is the additional value of communication in hotel industry, because it is passed to the level of communication between staff and guests (Andrews, 2007).

Empirical Review 

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Kendal et al. (2005) with a study about An Overview of Communication Strategy. Zhang (2007) with her study about Communication Strategies and Foreign Language Learning also conveyed that communication strategies remain an important element in FLL Prachanant (2012) about Needs Analysis on English Language Use in Tourism Industry. Zhao & Intarapraset (2013) who analyzed Use of Communication Strategies by Tourism-Oriented EFL Learners in Relation to Gender and Perceived Language Ability.

Empirical Review 

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Ugla (2013) with the study about Study of the Communication Strategies Used by Malaysian ESL Students at Tertiary Level. Xamani (2013) with a study entitled An Analysis of the Communication Strategies Employed by Learners of English as a Foreign Language. Fauzilah Md Husain (2015) had researched on Analysing ESL Students’ Perceptions towards Oral Communication for Social and Occupational Purposes.

Research Methodology      

Research Design Subject and Setting of Study Data Collection Research Instruments Data Anlysis Validity of the Data

Research Methodology Design

The Receptionists of Holiday Inn Express Bali Kuta Square

Descriptive Qualitative

Subject & Settings

Data Collection

The communication strategy and the catagory that is used by the receptionist

Reserach Instrument     

Researcher itself Video Camera Tape Recorder Observation Sheet Interview Guide

Data Analysis

Figure 1. Miles and Huberman data analysis (Miles & Huberman, 1994; Alhojailan, 2012, p.12)

Validity of the Data In data collection one is not only limited to one source or one technique only, because there might be different records produced in the process in collecting the data. In order to make the analyzed data become valid, the researcher needs to employ triangulation method. Because, only the triangulation, which is the pluralism of data collection techniques and their mutual combination, can provide for linking the findings of individual phenomena into a meaningful integrity. In conducting the triangulation method of this study, the researcher will use methodological triangulation. In order to conduct methodological triangulation in this study, the researcher will observation, interview and recording which will be conducted during the observation. This makes all of the sources become varied.

Q&A SESSION

THANK YOU!